City of Glendale AZ
Salary:
$44,850.00 - $67,275.00 Annually Location :
Glendale, AZ Job Type:
Full Time Job Number:
2025-04245 Department:
Budget And Finance MUNIS- Org Description:
Customer Service Opening Date:
08/01/2025 Closing Date:
8/15/2025 11:59 PM Arizona Hours per Week:
40
Description The City of Glendale's
generous benefits package includes:
Leave Accruals
Vacation: 17 days annually, up to 24 days annually based on years of service Holidays: 11 paid holidays per year Sick Leave: 14 days per year Retirement- Arizona State Retirement System
Mandatory employee contributions of 12.27% are matched by the City. Medical
Three options administered by Blue Cross Blue Shield Arizona. The city contributes $2,000 annually to Health Savings Account when high deductible health plan is selected. Healthcare Cost Reduction incentives up to $360/year are available to participating employees. Comprehensive Employee Wellness Program. Dental
Two options administered by Delta Dental Vision
Administered by United Healthcare Life
City paid life insurance equal to annual salary rounded to nearest thousand.
Provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements. Essential Functions
Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures. Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system. Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints. Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts. Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person. Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department. Researches municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting or determining action to be taken on delinquent accounts and submits required miscellaneous, financial adjustments. Reviews and inputs business license applications and statement of accounts which include a high volume of data entry. Provides taxpayer information to audit staff for possible audit leads. Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system. Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing. May assist with training of new employees, and cross trains in equivalent areas of the department. Regular and predictable on-site attendance required. Performs other related duties as assigned.
Minimum Qualifications/Special Requirements/Success Factors Two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center.
Knowledge of: City licensing ordinances, City and State tax codes General business operation, accounting and municipal billing systems Customer service principles Relational data base systems Use of personal computers and various software applications Modern office practices, procedures and equipment
Ability to: Interpret and apply codes statutes and policies and procedures Effectively communicate verbally and in writing Influence, negotiate and defuse difficult situations Use tact and discretion when dealing with the public Establish and maintain effective working relationships with businesses, City staff and the public Exercise judgment in prioritizing and processing payment transactions Prepare and maintain complete and accurate financial records and files Make mathematics calculations with speed and accuracy Follow oral and written instructions and standing procedures
Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying. Success Factor Classification Level - Foundational Success Factors
Definitions
Classification Levels Personal Accountability & IntegrityTakes personal responsibility for the quality and timeliness of work and in complying with organizational rules, policies and procedures. Earns others' trust and respect through consistent honesty and professionalism.Foundational, Professional/Supervisory, Managerial, ExecutivesTeambuilding & Collaborative RelationshipsInspires and fosters team commitment, spirit, pride and trust; develops cooperative working relationships with others.Foundational, Professional/Supervisory, Managerial, ExecutivesEffective CommunicationConveys information respectfully, credibly, and effectively.Foundational, Professional/Supervisory, Managerial, ExecutivesContinuous Learning & DevelopmentAssesses and recognizes own strengths and weaknesses; takes initiative in pursuing self-development and learning to expand skills and increase knowledge.Foundational, Professional/Supervisory, Managerial, ExecutivesCommitment to Service ExcellenceStrives to excel in meeting the needs of both internal and external customers in a fair and equitable manner. Delivers high-quality services with a commitment to continuous improvement.Foundational, Professional/Supervisory, Managerial, ExecutivesInnovationApplies original thinking in approach to job responsibilities and to improve processes, methods, systems or services.Foundational, Professional/Supervisory, Managerial, Executives Physical Requirements/Working Conditions
Working Conditions Office setting. Work may involve extensive standing Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment Benefit information is outlined here: 01
I verify that the information I have provided on this application is accurate, and that any answers I provide to the following questions are also reflected in the Work Experience section of my application. I understand that the responses I provide will be verified through the recruitment process and any misstatement of material facts will be grounds for disqualification from further consideration.
Yes No
02
Please select the response that best describes your experience as it relates to the Customer Service Representative position with the City of Glendale.
Two or more years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center. Less than two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center. No experience
03
Do you have municipal utility experience?
Yes No
04
Which of the following specialized computer skills do you have experience in? (Check all that apply) -
Microsoft Office NSTAR iNovah SmartGov None of the above
05
Are you bilingual (Spanish)?
Yes No
06
How many years of high volume call center experience do you have?
3 or more years 2 to 3 years 1 to 2 years 6 to 12 months 1 to 6 months No experience
07
Do you have cash handling or teller experience?
Yes No
08
How many years of utility billing experience do you have?
3 or more years 2 to 3 years 1 to 2 years 6 to 12 months 1 to 6 months No experience
09
Do you have experience processing applications for sales tax or business licenses?
Yes No
10
Do you have experience conducting payment research?
Yes No
Required Question
$44,850.00 - $67,275.00 Annually Location :
Glendale, AZ Job Type:
Full Time Job Number:
2025-04245 Department:
Budget And Finance MUNIS- Org Description:
Customer Service Opening Date:
08/01/2025 Closing Date:
8/15/2025 11:59 PM Arizona Hours per Week:
40
Description The City of Glendale's
generous benefits package includes:
Leave Accruals
Vacation: 17 days annually, up to 24 days annually based on years of service Holidays: 11 paid holidays per year Sick Leave: 14 days per year Retirement- Arizona State Retirement System
Mandatory employee contributions of 12.27% are matched by the City. Medical
Three options administered by Blue Cross Blue Shield Arizona. The city contributes $2,000 annually to Health Savings Account when high deductible health plan is selected. Healthcare Cost Reduction incentives up to $360/year are available to participating employees. Comprehensive Employee Wellness Program. Dental
Two options administered by Delta Dental Vision
Administered by United Healthcare Life
City paid life insurance equal to annual salary rounded to nearest thousand.
Provides customer service assistance to all utility billing and sales tax customers in a high volume phone and walk-in environment. Ensures business are in compliance with business license and sales tax requirements. Essential Functions
Provides customer information, responds and resolves difficult and sensitive inquiries and concerns from citizens and other agencies regarding charges, delinquencies, refunds and services for water, sewer and sanitation services both on the phones and all walk-in customers; responds verbally or in writing to complaints relating to billing policies and procedures. Handles new customer accounts by accepting applications for utility services and sales tax and/or business licenses; reviews applications for accuracy and completeness; processes new accounts and updates the system. Analyzes and educates customers in the areas of sales tax, water consumption, sewer calculations and troubleshoots high usage complaints. Analyzes customer account information for payment options, payment arrangements on delinquent utility accounts. Accepts and processes utility payments over the phone and utility, sales tax and miscellaneous receipts in person. Open and closes utility accounts and prepares appropriate work orders for the Field Customer Service department. Researches municipal billing or sales tax databases to obtain account information for billing discrepancies, proper payment posting or determining action to be taken on delinquent accounts and submits required miscellaneous, financial adjustments. Reviews and inputs business license applications and statement of accounts which include a high volume of data entry. Provides taxpayer information to audit staff for possible audit leads. Receives deposits, counts and verifies totals, enters into iNovah cash receipts system, prepares treasurers receipts and prepares deposits for various city accounts; posts cash receipts from internal and external sources into iNovah cash receipts system. Balances cash drawer; prepares and reconciles daily deposits, cash and fund-department-account entry; prepares deposit for armored car transport; may also include processing waste disposal transactions, processing and scanning utility billing and sales tax remittances and batch balancing. May assist with training of new employees, and cross trains in equivalent areas of the department. Regular and predictable on-site attendance required. Performs other related duties as assigned.
Minimum Qualifications/Special Requirements/Success Factors Two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center.
Knowledge of: City licensing ordinances, City and State tax codes General business operation, accounting and municipal billing systems Customer service principles Relational data base systems Use of personal computers and various software applications Modern office practices, procedures and equipment
Ability to: Interpret and apply codes statutes and policies and procedures Effectively communicate verbally and in writing Influence, negotiate and defuse difficult situations Use tact and discretion when dealing with the public Establish and maintain effective working relationships with businesses, City staff and the public Exercise judgment in prioritizing and processing payment transactions Prepare and maintain complete and accurate financial records and files Make mathematics calculations with speed and accuracy Follow oral and written instructions and standing procedures
Any equivalent combination of training and experience that provides the required knowledge, skills and abilities is qualifying. Success Factor Classification Level - Foundational Success Factors
Definitions
Classification Levels Personal Accountability & IntegrityTakes personal responsibility for the quality and timeliness of work and in complying with organizational rules, policies and procedures. Earns others' trust and respect through consistent honesty and professionalism.Foundational, Professional/Supervisory, Managerial, ExecutivesTeambuilding & Collaborative RelationshipsInspires and fosters team commitment, spirit, pride and trust; develops cooperative working relationships with others.Foundational, Professional/Supervisory, Managerial, ExecutivesEffective CommunicationConveys information respectfully, credibly, and effectively.Foundational, Professional/Supervisory, Managerial, ExecutivesContinuous Learning & DevelopmentAssesses and recognizes own strengths and weaknesses; takes initiative in pursuing self-development and learning to expand skills and increase knowledge.Foundational, Professional/Supervisory, Managerial, ExecutivesCommitment to Service ExcellenceStrives to excel in meeting the needs of both internal and external customers in a fair and equitable manner. Delivers high-quality services with a commitment to continuous improvement.Foundational, Professional/Supervisory, Managerial, ExecutivesInnovationApplies original thinking in approach to job responsibilities and to improve processes, methods, systems or services.Foundational, Professional/Supervisory, Managerial, Executives Physical Requirements/Working Conditions
Working Conditions Office setting. Work may involve extensive standing Exposure to hostile, irate, and sometimes threatening individuals over compliance issues in a fast paced environment Benefit information is outlined here: 01
I verify that the information I have provided on this application is accurate, and that any answers I provide to the following questions are also reflected in the Work Experience section of my application. I understand that the responses I provide will be verified through the recruitment process and any misstatement of material facts will be grounds for disqualification from further consideration.
Yes No
02
Please select the response that best describes your experience as it relates to the Customer Service Representative position with the City of Glendale.
Two or more years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center. Less than two years of customer service experience involving financial transactions including face-to-face customer contact and working in a high volume call center. No experience
03
Do you have municipal utility experience?
Yes No
04
Which of the following specialized computer skills do you have experience in? (Check all that apply) -
Microsoft Office NSTAR iNovah SmartGov None of the above
05
Are you bilingual (Spanish)?
Yes No
06
How many years of high volume call center experience do you have?
3 or more years 2 to 3 years 1 to 2 years 6 to 12 months 1 to 6 months No experience
07
Do you have cash handling or teller experience?
Yes No
08
How many years of utility billing experience do you have?
3 or more years 2 to 3 years 1 to 2 years 6 to 12 months 1 to 6 months No experience
09
Do you have experience processing applications for sales tax or business licenses?
Yes No
10
Do you have experience conducting payment research?
Yes No
Required Question